Role Overview

The Operations Manager will be responsible for leading the day-to-day operational delivery of Cooper Mobile Services (an HGV and RCV repair and maintenance business) and its sister company, CMS Hire (a refuse collection vehicle hire business operating a fleet of approximately 70 vehicles).

Working closely with the Managing Director, Sales Director, and Workshop Managers, the Operations Manager will ensure all work is planned, resourced, and delivered safely, efficiently, and to the highest standards. They will take ownership of operational performance, ensuring the business consistently delivers against customer expectations, service level agreements (SLAs), profitability targets, and company objectives.

This is a hands-on leadership role requiring a confident and decisive individual who can motivate teams, support managers, and hold people accountable for their performance. The successful candidate will be comfortable making difficult decisions, addressing underperformance, challenging poor behaviors professionally and fairly, and ensuring that high standards are maintained across the business.

The Operations Manager will play a key role in driving continuous improvement, developing managers and teams, improving operational efficiency, and helping the business continue its growth.

Roles & Responsibilities

• Provide strong leadership, direction, and accountability to Workshop Managers and operational teams.
• Ensure all work is completed safely, efficiently, on time, and to the required company and customer standards.
• Work closely with Workshop Managers to plan and schedule workloads, ensuring resources are utilized effectively while meeting customer requirements and overall business objectives.
• Hold regular operational meetings and one-to-one reviews with Workshop Managers to monitor workload, productivity, performance, and operational priorities.
• Ensure managers effectively supervise their teams, maintaining high standards of productivity, attendance, behavior, and workmanship.
• Take ownership of performance management by setting clear expectations, providing coaching and support, recognizing good performance, and addressing underperformance promptly and professionally.
• Lead difficult conversations where necessary regarding performance, conduct, or operational issues, ensuring company procedures are followed consistently and fairly.
• Support the recruitment, development, and retention of employees, including apprentices and junior members of staff through coaching, mentoring, and training initiatives.
• Promote a positive, accountable, and safety-focused culture throughout the business.
• Ensure full compliance with all Health & Safety, environmental legislation, and company policies, promoting safe working practices at all times.
• Manage operational resources including labor, workshop capacity, vehicles, tools, and equipment to maximize efficiency and minimize downtime.
• Monitor operational costs, ensuring expenditure remains within agreed budgets while identifying opportunities to improve efficiency and profitability.
• Monitor and report on key operational KPIs including workshop efficiency, utilisation, productivity, SLA performance, quality standards, and operational margins.
• Identify operational risks and implement corrective actions to minimize disruption to customers and the business.
• Drive continuous improvement initiatives, reviewing processes, and implementing changes that improve service delivery and business performance.
• Work collaboratively with the Managing Director and Sales Director to ensure operational delivery supports sales commitments, customer satisfaction, and strategic business growth.
• Produce regular operational reports and recommendations for the senior leadership team.